A company is looking for an Operations Manager.
Key Responsibilities
Oversee daily operations for the Tier 1 service desk, including staffing and workload management
Develop and report on performance metrics to meet KPIs and SLAs
Lead continuous improvement initiatives and support Supervisors in managing their teams
Required Qualifications
Minimum 7 years of professional experience, including 3 years in people management
5+ years of hands-on experience with ServiceNow and NICE CXOne platforms
3+ years of leadership experience in a metrics-driven support environment
Strong background in KPI / SLA management and process optimization
Bachelor's degree in a relevant field or equivalent combination of education and experience
Operation Manager • Decatur, Georgia, United States